Position Summary:
The Senior Analyst CEX Operations Center plays a critical role in enhancing the customer journey by analyzing operational, contact center, and reservation data across flight operations. This role partners closely with CEX Operations Center Managers, SOC Managers, and Customer Support Leadership to provide visibility into the customer impact as well as deliver actionable insights that improve service delivery, drive operational efficiency, and reduce inbound volume to the contact center. The analyst leverages advanced analytics to identify trends, root causes, and opportunities for proactive intervention, ultimately minimizing the impact of disruptions and improving customer experience. The Senior Analyst also manages a team of analysts, providing guidance, mentorship, and oversight to ensure high-quality data analysis and reporting.
Essential Responsibilities:
- Support the comprehensive five (5) year customer support strategy to reduce customer interactions and improve the end-to-end customer journey
- Analyze complex datasets to identify trends, root causes, and opportunities for proactive intervention using advanced statistical methods
- Provide visibility into customer impact during operational disruptions and recommend long-term mitigation strategies
- Develop and deliver high-impact reports and dashboards to support decision-making across the organization using Tableau/Power BI/Snowflake
- Translate data into compelling narratives that influence strategy and operational improvements, partnering with cross-functional teams on implementation
- Understand the customer journey across multiple touchpoints focusing on analyzing customer interactions, flight status data, and reservation behaviors to uncover trends, identify pain points, and drive process improvements that reduce friction and enhance overall customer satisfaction
- Lead and mentor a team of analysts, ensuring high-quality analysis and professional development
- Other duties as assigned
